What You Need

iPhone 3G Carrier To use and test iPhone, you will need the following:
Troubleshooting Guide • A wireless service plan with the carrier that provides iPhone service in your area.
Configure settings as described in the iTunes Settings section, below.
•
• Wi-Fi Wireless Network.
Headset jack Sleep/Wake • Apple Dock Connector (30-pin) to USB Cable
button • Apple USB Power Adapter for iPhone
• iPhone Headset with Mic
Receiver • Anti-Static Brush
SIM card tray
• Compressed-Gas Duster (difluoroethane only) with straw nozzle
Note: Always follow usage instructions and avoid products with undue safety risks
Ring/Silent • SIM Eject Tool
switch Camera
(on back) • iPhone Polishing Cloth
• Lighted Otoscope or 4x Lighted Magnifying Glass (to check for Liquid Submersion
Indicator activation, and for dirt, debris, or corrosion)
Volume
buttons Status bar
iTunes Settings Prior to Testing
Important: To avoid the possibility of syncing the customers iPhone when connecting
to the test computer, verify that the “Disable automatic syncing for all iPhones” under
Touchscreen Application
icons the iPhones tab in iTunes Preferences is selected.

Home button Dock connector

Speaker Microphone

iPhone System Requirements

These are the minimum system requirements for a customer to use iPhone:
• A wireless service plan with the carrier that provides iPhone service in your area.
• A Mac or a PC with a USB 2.0 port and one of the following operating systems:
- Mac OS X version 10.4.10 or later.
- Windows XP Home or Professional with Service Pack 2 or later.
- Windows Vista Home, Premium, Business, Enterprise, or Ultimate edition.
• Display resolution on your computer set to 1024 x 768 or higher
• iTunes 7.7 or later, available at www.apple.com/itunes.
• An Internet connection (broadband recommended).
Visual Inspection Inspection for Debris or Corrosion in Ports
A visual inspection is performed before troubleshooting to protect test cables and Debris or other contamination could prevent proper function, connection, charging, or
identify conditions and potential causes that may affect warranty coverage. testing and should be removed if possible.
Use a lighted otoscope or lighted magnifying glass to check the:
Liquid Submersion Indicators
iPhone 3G has two liquid submersion indicators: one in the headset jack and one in • Dock connector
the dock connector. If needed, first clean the headset jack and dock connector (see • Headset jack
• Speaker opening
procedures), then use a lighted Otoscope or magnifier to inspect both indicators.
• Microphone opening
Headset jack: The bottom of the headset jack is normally a white or a silver metallic
Important: Corrosion indicates exposure to liquid and is not covered under warranty.
color. If the iPhone has been submerged in liquid, a red or pinkish color appears across
If debris or contamination is from an external cause, any resulting non-operation,
half of the indicator.
malfunction, damage, or cosmetic damage is also not covered under warranty.
Examples :
Clean, no debris, contamination, or corrosion
Triggered Liquid Submersion Indicator Not Triggered

Dock Connector: To check, hold the iPhone so that you can point the lighted otoscope
or magnifier at an angle to view the center of the bottom inside face of the dock
connector port opening (not the connector pin rail).
The indicator is white, and oval shaped. If the indicator has been exposed to liquid, the
Corrosion (original iPhone shown)
indicator will turn red, as shown at right.

Lint

Liquid Damage of Display Module

In the event an iPhone is submerged or encounters an excessive amount of liquid,
damage may occur to the display module. In some cases liquid damage can be Note: Lint or other foreign debris should be removed with a compressed-gas duster,
observed under the display module when the unit is able to power on. and if needed, an anti-static brush and or anti-static tweezers, before connecting
Liquid damage to the display module is NOT covered under warranty. cables.
Dock Connector Cleaning Procedure:
Follow this procedure to remove dirt, debris or other foreign matter trapped in the
dock connector.
Tools: (see What You Need heading)
• Anti-Static Brush
• Anti-Static Tweezers
• Compressed-Gas Duster (Important: Follow all product safety precautions)
1. Turn off the iPhone (red slider).
2. Blow out any fine debris with the compressed-gas duster.
Important: To prevent liquid gas (white spray) from being sprayed into the port:
• Never shake or agitate the compressed-gas duster canister, or lay it on its side.
• Hold the can upright, never tilt the can or spray the can upside-down.
• Before each use, clear the nozzle of any liquid gas: Hold the can upright, point
the nozzle away from you, and spray several times until the stream is clear.
3. If needed, delicately brush out debris or lint. Be careful not to damage the
contacts along the top of the connector pin rail.
4. If needed, use anti-static tweezers to pull out any large pieces of debris or lint.
Speaker and Microphone Cleaning Procedure:
Audio performance issues can be a result of dirt, debris or other foreign matter
trapped in the microphone or speaker covers (holes on the bottom of the iPhone),
such as:
• Low or distorted speaker volume while playing music or during a hands-free call.
• Muffled, low volume or distorted microphone.
Tools:
• Compressed-Gas Duster (Important: Follow all product safety precautions)
1. Turn off the iPhone (red slider).
2. To prevent damage to the mesh, hold the compressed-gas duster nozzle at least
1mm from the mesh. Direct 3 short bursts from the compressed-gas duster
directly at the mesh to blow out debris. Use in less than 5 second bursts.
Important—To prevent liquid gas (white spray) from being sprayed into the port:
• Never shake or agitate the compressed-gas duster canister, or lay it on its side.
• Hold the can upright when using. Never tilt the can or spray the can upside-
down.
• Before each use, clear the nozzle of any liquid gas: Hold the can upright, point
the nozzle away from you, and spray several times until the stream is clear.
3. Apply 1 short burst at both ends at an angle to blow out any remaining debris.
Headset Jack Cleaning Procedure: Guidelines for Damage Classification
Dirt, debris or other foreign matter trapped in the headset connector (jack) can cause The following tables and examples will help you determine warranty coverage for
audio or functional performance issues, such as: damaged iPhones.
• iPhone is stuck in headset mode and no call audio is heard from the Receiver.
• Audio from the headset is distorted—has static or crackles. Enclosure Damage Classification
• No sound is heard from headset or one channel does not operate.
Severe
• Microphone on headset is distorted or non-operational
Enclosure Warranty
Tools: Damage Examples Classification
• Compressed-Gas Duster Important: Follow all product safety precautions
To prevent liquid gas (white spray) from being sprayed into the jack:
- Never shake or agitate the compressed-gas duster canister, or lay it on its side.
- Hold the can upright, never tilt the can or spray the can upside-down.
- Before each use, clear the nozzle of any liquid gas: Hold the can upright, point the
nozzle away from you, and spray several times until the stream is clear. NOT Covered
Puncture holes
1. Visually inspect the iPhone headset jack for loose debris.

2. If present, use the compressed-gas duster with the straw attached (following the
guidelines, above) to blow out the debris. Dispense gas for no more than 5
seconds.

Bent or crushed
NOT Covered
enclosure
 Issue Example 1 Example 2 Housing Warranty Issue Examples Display Housing Warranty
Condition Coverage Condition Damage Classification

Evidence of NOT Single or Minor or

Minor or covered Multiple Severe NOT covered
Liquid or
Severe and Fractures Damage
Corrosion Triggered Liquid Submersion Indicator Damage NOT
Damage repairable
Corrosion Damage Note: A disassembled iPhone is defined as a unit that meets one or more of
caused by the following conditions:
Disassembly
• The unit is in three (3) or more unassembled pieces.
Minor or of iPhone • The unit is open at time of inspection and clearly missing internal
External Physical NOT
Severe parts and/or screws.
Damage covered
Damage
• Failure of the iPhone consistent with internal damage, and customer
admits that the unit has been disassembled, including the removal
and reinsertion of external housing screws.

Single or Minor or
Multiple Display Functional
Minor or No Display No Housing COVERED
Fractures NOT Defect Fractures Damage
Severe
(Cover glass covered
Damage Single or Minor or
or LCD) Button
No Display No Housing COVERED
Functionality Fractures Damage

Minor Single or Minor or COVERED with

damage, no
Scratches No Display No Housing Functional
Single Display sign of Fractures Damage Defect Only
Fracture impact or
COVERED
(Cover glass damage
or LCD) near
Single or Minor or COVERED with
fracture Light
No Display No Housing Functional
location Abrasions
Fractures Damage Defect Only

Hairline Two-Leg Minor

Display Fractures damage, no
Single or Minor or COVERED with
(May include two sign of Small dents
No Display No Housing Functional
legs only if it impact or (<0.3mm)
COVERED Fractures Damage Defect Only
passes through damage
the earpiece near
fracture Note: Cosmetic complaints are not covered under the warranty without a functional defect,
receiver or Home
button location) location unless the issue was present before the customer received the iPhone. An iPhone with a
cosmetic complaint should only be replaced or repaired if there is also an unrelated functional
complaint.
Serial Number and IMEI Number Identification 3. If the iPhone is not operational, the serial number and IMEI number are on the
SIM tray. Use the SIM eject tool to remove the SIM Tray.
There are several ways to get the serial number and IMEI number of the iPhone 3G.
1. If the iPhone is operational, the serial number and IMEI number can be found in
SIM eject tool
the About screen: Settings > General > About
SIM tray

4. On the original packing, the serial number is printed on the barcode label.

Battery Charging
Verify that there is enough battery charge for the iPhone to work. Charge the battery
2. With the iPhone connected to the computer, in iTunes, click the iPhone Summary tab.
by connecting the iPhone to the USB power adapter.
• The iPhone’s serial number and phone number will display on screen.
Note: iPhone 3G cannot be charged from a FireWire power adapter.
Important: If iPhone is very low on power, it may display one of the following images,
indicating that iPhone needs to charge for up to ten minutes before you can use it. If
iPhone is extremely low on power, the display may be blank for up to two minutes
before one of the low-battery images appears.

Note: You can choose Edit > Copy to put the serial number in the Clipboard.
• If you click the words “Phone Number” in this tab iTunes will also display the IMEI
of the iPhone as shown below:
Battery Life Tips Reference Tables
Battery life depends upon the iPhone application settings and use. Verify an issue, attempt to fix it, then verify whether the issue is resolved.
To conserve battery power, the customer might try any of the following: CompTIA codes used to categorize failures:
Software: Use iTunes to install the latest iPhone software to ensure that you have the
CompTIA Code Issue
latest battery conservation features.
B02 Controls no response (button-switch-touch)
3G Network Connectivity: 3G connections require more power than 2G connections.
If a 2G network is available, turning off 3G (Settings > General > Network) when not B03 Any battery issue
needed will extend battery life.
B04 Any display issue
Location Services: Applications that actively use locations services (GPS, cellular
B05 Input output issue (Audio-Video-USB)
tower, Wi-Fi positioning) affect battery life. Disable Locations Services from Settings >
General > Location Services and use location services only when needed. B06 Alert message on screen or computer
Mail Auto-Check: Set iPhone to automatically check for emails less frequently, or B07 No Power-will not boot-unusually warm
manually, in the Mail settings (Settings > Mail > Auto-Check).
B08 No Service - dropped calls - SIM issue
Yahoo! Mail: If the customer has a Yahoo! mail account, turn off push mail when it’s
B09 Issue with Accessories
not needed. Open Settings, select Mail, select your Yahoo! account, select Advanced,
and set “Use push mail” to OFF. B0A Any Camera issue

Reduce Mail Accounts: Delete unnecessary mail accounts. The less mail accounts that B0B Any audio issue
the iPhone checks, the less battery power it uses. Connectivity (Web-GPS-WiFi-BT)
B0C
Wi-Fi: Turn off Wi-Fi (Settings > Wi-Fi > Wi-Fi ON/OFF) when not in use.
Signal Strength: Power usage increases in no coverage areas. Even in standby, cell Several iPhone troubleshooting functions:
phones continually try to communicate their location, monitor signal strength and
available networks. Turning on Airplane Mode during this time (which disables the iPhone Function Action
phone, Internet access, and Bluetooth) will increase battery life. Press and hold the Home button for at least six seconds, until the
Quit Frozen
Application iPhone returns to the Home screen.
Bluetooth: If you do not use Bluetooth, turn it off (Settings > General > Bluetooth >
Bluetooth ON/OFF). Power Off Press and hold the Sleep/Wake button until a red slider appears. Slide
the slider to power off.
Auto-Lock: Set the iPhone to lock itself (and go to sleep) after as short a time as
possible (Settings > General > Auto-Lock). Power On Press the Sleep/Wake button, or Home button and slide the Unlock
slider to power on.
Manual Lock: Lock the phone when finished using it by tapping the Sleep/Wake Press and hold both the Sleep/Wake button and the Home button for
Force Reset
button. at least ten seconds, until the Apple logo appears.
EQ: If music is listened to frequently turn off equalization (Settings > iPod > EQ Off ). Reset All Settings Settings > General > Reset > Reset All Settings

Brightness: Turn on Auto-Brightness to allow the iPhone to adjust the brightness to Restore 1 Restore with iTunes. (This restores the OS and firmware.)
an appropriate level for the current location (Settings > Brightness > Auto-Brightness
ON/OFF). Lowering the brightness slider can also improve battery life. Erase All Content Settings > General > Reset > Erase All Content and Settings
and Settings 1 Caution: Can take up to 2 or more hours to complete, depending upon
Charge Cycles: For proper lithium-based battery maintenance, be sure to go through iPhone model.
at least one charge cycle per month. A charge cycle is defined as a complete 100% 1 Warning: This makes all content inaccessible (including un-synced photos and contacts).
charge and running the battery all the way down.
Touchscreen Function Testing (failure CompTIA code B02) Frozen, Won’t Power Off, Application Not Working Right, or Other Irregular
The touchscreen “touch” functionality can be tested in this two step process: Behavior (failure CompTIA code B02)
Try these methods in the following order, until the iPhone returns to normal
1. Launch the basic calculator application to test all but the top row of the screen. operation:
Press each button on the calculator to verify activity.
2. To test the number readout area at the top of the screen, rotate the iPhone to iPhone Function Action
launch the scientific calculator and press all the buttons in the left two rows.
1 Quit Frozen Application Press and hold the Home button for at least six seconds,
Accelerometer Testing (failure CompTIA code B08) until the iPhone returns to the Home screen.
To test, select a photo and open while holding the iPhone vertically. Rotate the iPhone Press and hold both the Sleep/Wake button and the
2 Force Reset
to a horizontal position and the image orientation will change to landscape mode. Home button (for at least ten seconds) until the Apple
logo appears (the red slider screen appears first, then the
When verifying the accelerometer remember that videos display in wide-screen Apple logo screen).
orientation only, and when testing photos, the calculator, or web pages, hold the
iPhone in a vertical plane, not horizontal. 3 Restore Restore with iTunes.
(This restores the OS and firmware.)
Warning: This makes all content inaccessible (including un-
Ambient Light Sensor Testing (failure CompTIA code B02) synced photos and contacts).
The ambient light sensor brightens the display when using the iPhone in bright light
environments, and dims the display in low light. To test this sensor, do the following: Will Not Power On (failure CompTIA code B07)
1. Verify that the Brightness setting (Settings > Brightness) is set to Auto-Brightness Use the following procedures when the iPhone will not power on.
ON, and that the Brightness level is set near the middle of the slider.
1. Check the liquid submersion indicator for activation.
2. Press the Home button to return to the Home screen, then press the Sleep/Wake 2. Connect the iPhone to a USB power adapter to charge for at least 10 minutes.
button to lock the iPhone.
3. Perform a Force Reset by pressing and holding the Sleep/Wake button and the
3. In a bright light environment, cover the top third of the iPhone to block the light, Home button at the same time for at least 10 seconds until the Apple logo
then press the Sleep/Wake button or the Home button to wake the phone. Slide
appears.
the slider to unlock the phone.
4. Try to Restore the iPhone:
4. Notice the brightness of the screen and application icons; they should be
dimmed. Restoring the iPhone:
5. Remove the cover from the top of the display and in a few moments the display 1. Disconnect the USB cable from iPhone.
will brighten. 2. Press and hold the Home button while reconnecting USB cable. The iPhone
should power on. Note: If you see the message “Charging... Please Wait,” let the
Symptoms and Solutions iPhone charge for at least 10 minutes more to ensure the battery has some charge
Won’t Charge (failure CompTIA code B07) and then start again.
1. Check charging with a known good USB power adapter. Replace customer’s 3. Continue holding the Home button while iPhone starts up. You will see the Apple logo.
power adapter if suspect. 4. When you see “Connect to iTunes” on the iPhone screen, you can release the
2. If charge icon does not show charging, check that iPhone software version is up Home button and iTunes will display the recovery mode message.
to date. Note: If you don’t see the “Connect to iTunes” screen, then disconnect the USB
cable from iPhone, power off the iPhone (red slider) and repeat steps 2-5.
5. If you are still unable to restore the iPhone, continue to the Device Firmware
Update procedure.
Device Firmware Update: No Ringer Sound (failure CompTIA code B05)
1. Connect the iPhone to a USB port on the test computer. 1. Check that the Ring/Silent switch is set for ring and not vibrate.
2. If the iPhone screen is not blank, press and hold both the Home button and 2. Check volume level with volume button.
Sleep/Wake button until the screen goes blank. 3. Check Ringtone volume setting in Settings > Sounds.
3. Release the Sleep/Wake button, but continue to hold the Home button (about 20
No Vibrate (failure CompTIA code B05)
seconds) or until iTunes recognizes the iPhone. You can then release the Home
1. Check Vibrate settings for both Silent and Ring in Settings > Sounds.
button
2. Toggle the Ring/Silent switch to verify vibrate.
4. The iPhone display will remain blank. Click the Restore button in iTunes.
3. Power iPhone off (red slider) then on.
5. If you are still unable to restore, fail the iPhone.
“This accessory is not made to work with iPhone” Message (failure CompTIA
Cannot Make or Receive Calls, Send or Receive Text Messages, Access E-Mail code B09)
or The Web (failure CompTIA code B08)
Make sure of the following:
1. Make sure Airplane mode is off.
1. The accessory’s package says “Works with iPhone” and not “Made for iPod”
2. If the iPhone is in a carrying case, remove it from the case and power cycle the
2. The iPhone dock connector is free of any debris
unit.
3. The “Works with iPhone” accessory’s connector is free of debris
3. If there is not at least one bar of signal-strength, try moving to another location
4. The iPhone is securely connected to the accessory; not crooked or making partial
and check for a better signal.
connection.
4. If not using Wi-Fi make sure there is a cellular network connection (3G or EDGE).
5. If available, try another accessory.
5. Turn Airplane mode on for 15 seconds, then off. This resets all of iPhone’s wireless
connections. “Different SIM detected. Please connect to iTunes.” Message (failure CompTIA
6. For text messaging, make sure that the area code is included with phone code B08)
numbers in the contacts list. This can be caused by inserting a SIM card that is not the SIM used for the iPhone’s
7. Power cycle the unit. current activation.
8. Reset network settings: Settings > General > Reset > Reset Network Settings.
“Invalid SIM card installed” Message (failure CompTIA code B08)
9. Reset all Settings: Settings > General > Reset > Reset All Settings.
This can be caused by inserting a non-Apple authorized Carrier SIM card.
iPhone Does Not Appear in iTunes (failure CompTIA code B05)
If it appears in the test computer iTunes Source list:
1. Verify the customer’s system requirements. iPhone will not appear in iTunes earlier
than 7.7.
2. The customer should verify all their cable connections from the iPhone to the
computer, and that the USB cable is connected directly to the computer.
3. If iPhone does not appear in the iTunes Source list on the test computer:
• Verify the battery charge.
• Power cycle the iPhone
• Try a different USB 2.0 port on the computer.
• Try different dock to USB cable.
No Audio (failure CompTIA code B0B)
1. Verify that there is nothing plugged into the headset jack.
2. Inspect for lint or other contamination in the headset jack. Blow out if necessary.
3. Increase the volume setting with the volume buttons.
GPS Not Functioning (failure CompTIA code B0C) Temperature Alert (failure CompTIA code B07)
If GPS is not functioning, please make sure of the following: iPhone 3G monitors its internal temperature. If the temperature exceeds Apple
• Airplane Mode is not enabled. specifications, the iPhone begins reducing power consumption (which reduces heat
• Positioning Systems is not disabled in Settings > General > Location Services. generation) and can automatically power itself off to protect internal components.
• The iPhone 3G has a wide field of view of the sky (this may require being close to a The iPhone must cool down before resuming use.
large window or actually being outside in a unobstructed area).
The iPhone 3G follows these steps:
Note: GPS functionality does not have its own settings and is only disabled as
mentioned above. 1. Battery charging is disabled.
2. Display brightness dims, cellular transmission power is reduced.
Several factors can affect GPS accuracy:
3. Applications close, phone calls end, a Temperature aler message (below) appears.
• Unobstructed view of the sky: GPS satellites orbit above the earth. Car roofs,
buildings, tinted glass can block GPS signals.
• Wide field of view: GPS requires at least four satellites to accurately determine
location, and visibility to the horizon is useful. GPS may be unable to determine
position in cities, deep valleys or canyons.
• Accurate time: GPS compares the GPS satellite time to the iPhone’s current time. If
the time is off by a few minutes, it takes longer to determine position correctly.
Note: Initial GPS location can take time, depending on the number of visible satellites.
When available, the iPhone 3G uses cell towers and Wi-Fi to quickly determine initial
position, fine-tuning as the GPS signal increases. After the iPhone 3G receives a strong
GPS signal from multiple satellites, it relies more on GPS positioning. If cell towers or
Wi-Fi is unavailable, the device may take several minutes to calculate an accurate
position.

• If a Temperature alert message appears, only emergency calls may be possible.

If not making emergency calls, power off the iPhone (Hold down the Sleep/
Wake button until the red slider appears, then slide it).
• Move the iPhone to a cooler location and let it cool down for several minutes
before resuming use.
Note: If the iPhone has already powered off due to excessive internal
temperature, the alert message will not be seen.
4. iPhone 3G powers off.

Location indicator using Location indicator using GPS

cellular towers or Wi-Fi
Warranty Coverage Not Covered Under Warranty or Eligible for Technical Support
Apple has discovered that some of the unauthorized unlocking programs available on
Issues Covered Under Hardware Warranty Apple covers defects in materials and the Internet may cause irreparable damage to the iPhone’s software.
workmanship on the iPhone under normal use for a period of ONE (1) YEAR from the
date of retail purchase by the original end-user purchaser. Failure that has resulted As part of the service process, Apple and providers should update the software on the
from malfunctions in the iPhone, not due to any exclusions as noted below, are iPhone to the latest version. IF THE IPHONE’S SOFTWARE HAS BEEN MODIFIED, THE
covered under warranty. IPHONE MAY BE INOPERABLE OR BECOME INOPERABLE WHEN THE SOFTWARE IS
Issues Not Covered Under the Hardware Warranty UPDATED. Making unauthorized modifications to the software on the iPhone violates
This warranty does not apply to: the iPhone software license agreement, and the inability to use the iPhone due to
a) Damage caused by use with non-Apple products; unauthorized software modifications is not covered under the iPhone’s warranty.
b)Damage caused by accident, abuse, misuse, flood, fire, earthquake or other external Note: Independent of unauthorized unlocking software, an iPhone may still be eligible
causes; for warranty service if the failure is due to a defect in materials and workmanship
c) Damage caused by operating the product outside the permitted or intended uses
described by Apple;
d)Damage caused by service (including upgrades and expansions) performed by
anyone who is not a representative of Apple or an Apple Authorized Service
Provider (“AASP”);
e) A product or part that has been modified to alter functionality or capability without
the written permission of Apple;
f) Consumable parts, such as batteries, unless damage has occurred due to a defect in
materials or workmanship;
g)Cosmetic damage, including but not limited to scratches, dents and broken plastic
on ports; or
h)If any Apple serial number has been removed or defaced.
Specific examples of failures or damage not covered under the warranty include:
• Damage caused by intentional separation, opening, or disassembly of enclosure.
• Damage or operational failure caused by the removal and re-insertion of external
and internal screws or parts.
• Damage caused by punctures or holes in the outer case.
• Cracked glass or LCD resulting from external cause [Please review “Guidelines for
Damage Classifications”]
• Damage or failure caused by external force.
• Damage or failure caused by liquid [Please review “ Liquid submersion indicator”]
• Damage or failure caused by wet or dry chemicals, (such as gasoline, acid,
corrosives), dust, soil, or foreign matter [Please review “Debris or corrosion in ports”]
• Damage or failure caused by external heat or fire (internal heat damage is covered
unless as a result of an external cause).
• Cosmetic damage from external causes, including dents, abrasions, scratches on
case, discoloration, cracking, peeling of metal or plastic parts of enclosure.